ITS - Help Desk

The City of Flint Information Technology Services (I.S.) Help Desk provides our customers with a positive, professional contact to resolve and facilitate problems by utilizing I.S. resources. Our goal is to increase the efficiency and effectiveness of our customers.

The Information Services Help Desk Team Is:
•Committed to customer satisfaction.
•Accessible through a single point of contact.
•Proactively engaged in problem management.
•Dedicated to prompt, accurate and courteous delivery of quality support services.
•Devoted to providing immediate telephone assistance or referral to the appropriate Information Technology staff.
•Able to handle the critical elements of problem management by:

1. Logging all problems.
2. Performing first-level problem determination.
3. Providing problem resolution.
4. Unresolved calls are assigned to the appropriate staff for follow-up.
5. Monitoring problems coming though the Help Desk to ensure action has been taken.
6. Providing reports on the types, trends, and volume of logged problems.

 Technicians at the City’s Help Desk provide answers to employee computer hardware and software questions and requests for service. When a User calls the Help Desk a work order is created in the Work Order Database system and the caller is given a tracking number. A work order can also be generated from the User’s desktop.
 The overall average is approximately 119 calls per week. The average volume per week includes calls initiated by Users with system problems, replacement and upgrades to existing systems. This in the support of over 600 users operating various devices attached to the City Network via LAN/WAN/wireless connections.

 In addition, Information Technology Services staff assist in teaching City staff various programs, so they may acquire computer literacy skills necessary to perform their job function.